16th Annual Optimising Contact Centres Summit
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Stay Updated for 2026 edition
Past Speakers
SEE THE PREVIOUS SPEAKERS & CASE STUDIES
CASE STUDY
Turning Customer Support into a Strategic Asset: The Rail Europe Journey
In this session, we’ll explore how Rail Europe transformed its approach to customer support — from a reactive necessity to a value-generating, brand-defining function. It’s the story of how aligning strategy, technology, and human touch turned service into a competitive advantage.
We’ll unpack the mindset shift, operating model, and leadership alignment required to turn customer support into a true business asset.
- 01Support as a differentiator — How service became part of our unique selling proposition (USP)
- 02From “ticketing” to strategy — Embedding customer support in product and commercial roadmaps
- 03Hybrid excellence — Finding the right balance between automation, AI and high-touch human care
- 04Feedback as fuel — Leveraging VoC to inform prioritisation and innovation
- 05Proving value — How support contributes directly to revenue, retention and brand perception
Some medicines are known or suspected to increase the risk of birth defects and developmental disorders when taken during pregnancy. As a result, product information for these medicines advises avoiding pregnancy during treatment and emphasises the importance of contraception. Oral contraceptives are the most widely used birth control method among women of reproductive age. However, poor adherence, mainly due to forgetting or irregular pill intake, is the leading cause of unintended pregnancies among oral contraceptive users.
To address this issue, digital reminder systems have been proposed to help women stay consistent with their birth control regimen. Yet, studies show that daily text message reminders alone have not significantly improved adherence to birth control pills. This presentation explores women’s experiences with birth control and investigates how digital technology can better support patients in improving adherence to medication treatments.
CASE STUDY
Growing Your CX in A Contact Centre by Increasing Customer & Employee Satisfaction
In today’s fast-paced and competitive world, truly understanding your customer’s needs is essential to staying ahead. This session will explore how to build a culture where the customer’s voice drives every decision, from strategy to daily operations. We’ll discuss how to gather deep insights, turn feedback into meaningful action, and create a connected experience that goes beyond transactions. By empowering both customers and employees to share their voices, we can unlock new opportunities for growth, loyalty, and innovation.
- 01How can a company continuously increase the customer experience in its contact centre by bringing new dimensions of creating higher customer satisfaction and making its own employees even happier?
- 02Katalin will talk about what her perceptions were at the moment of starting and what pain points elimination and solutions in service channels based on the voice of the customer she was looking for both on the customer side and on the increasing employee satisfaction side. What new solutions did she bravely start experimenting with?
- 03In the presentation, you will also hear about where Telekom HU’s contact centre is located on this expedition, and what connections were made between the new operating model and the increase in customer satisfaction on an even higher level
Payit is UAE’s first fully featured digital wallet. This presentation narrates the story of how a digital wallet transformed financial transactions for families and communities in the region into joyful moments by thoughtfully curating experiences centred around customers’ spending, sending, and borrowing moments, enabled by the comfort and convenience of digital. This led to the wider acceptance of Payit and an upsurge in usage and profitable revenues.
CASE STUDY
Leading Change: Belfius’ Journey in Customer Care and AI Innovation
Presentation on Belfius’ transformative journey in customer care and AI innovation. Discover how we are not just adapting to change, but leading it, driven by our commitment to customer satisfaction and technological advancement. Learn about our achievements, the challenges we face, and our vision for the future. Be part of our story as we continue to elevate the customer experience and set new standards in the industry.
- 01Achieved top customer satisfaction through our hybrid Customer Care Centre
- 02Strategic partnerships with key players of AI industry enhancing our service capabilities
- 03AI implementation leading to shorter wait times and higher customer satisfaction
- 04AI-powered solutions for a unified and elevated customer experience
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
CASE STUDY
More Efficient Customer Service — Beneficial for Both the Company and Customers
Let’s review how to make customer service more efficient and save costs. Let’s discuss how to make AI the best partner for the customer and an indispensable assistant for the employee.
- 01Efficient growth with smaller costs in Customer Service
- 02Increasing customer satisfaction through digitalisation
In today’s rapidly evolving digital landscape, the banking sector faces increasingly sophisticated cyber threats. As banks continue to innovate and expand their digital services, ensuring robust cybersecurity measures is more critical than ever. This presentation, titled “Evolving Cybersecurity in the Banking Sector: Strategies for Adapting to Emerging Threats,” will explore the latest trends in cyber threats, discuss effective strategies for mitigating risks, and highlight best practices for maintaining security in an ever-changing environment. Join us as we delve into the challenges and solutions that are shaping the future of cybersecurity in banking.
CASE STUDY
Microsoft Contact Centre: Using AI-Powered Platform to Transform Customer Success
At Microsoft, we have transformed our own support operations using our modern, AI-powered platform — integrating Copilot and real-time intelligence to improve key KPIs like resolution time, agent efficiency, and satisfaction. That same technology is driving impact for customer across industries, and in this session, we’ll share how we did it ourselves and how others are benefiting too.
- 01Microsoft Contact Centre transformation journey over the last five years
- 02The role and impact of AI and Copilot
- 03The introduction of Agentic AI
- 04How to drive continuous improvement with the engagement of Support Representatives
- 05Lessons learned
- 06Examples of application at Customer organisations
In today’s rapidly evolving digital landscape, businesses must innovate to stay ahead. AI is no longer just an advantage — it’s a necessity for optimising operations, enhancing decision-making, and driving growth. This presentation explores how AI transforms business operations through:
CASE STUDY
Turning Customer Support into a Strategic Asset: The Rail Europe Journey
In this session, we’ll explore how Rail Europe transformed its approach to customer support — from a reactive necessity to a value-generating, brand-defining function. It’s the story of how aligning strategy, technology, and human touch turned service into a competitive advantage.
We’ll unpack the mindset shift, operating model, and leadership alignment required to turn customer support into a true business asset.
- 01Support as a differentiator — How service became part of our unique selling proposition (USP)
- 02From “ticketing” to strategy — Embedding customer support in product and commercial roadmaps
- 03Hybrid excellence — Finding the right balance between automation, AI and high-touch human care
- 04Feedback as fuel — Leveraging VoC to inform prioritisation and innovation
- 05Proving value — How support contributes directly to revenue, retention and brand perception
Some medicines are known or suspected to increase the risk of birth defects and developmental disorders when taken during pregnancy. As a result, product information for these medicines advises avoiding pregnancy during treatment and emphasises the importance of contraception. Oral contraceptives are the most widely used birth control method among women of reproductive age. However, poor adherence, mainly due to forgetting or irregular pill intake, is the leading cause of unintended pregnancies among oral contraceptive users.
To address this issue, digital reminder systems have been proposed to help women stay consistent with their birth control regimen. Yet, studies show that daily text message reminders alone have not significantly improved adherence to birth control pills. This presentation explores women’s experiences with birth control and investigates how digital technology can better support patients in improving adherence to medication treatments.
CASE STUDY
Growing Your CX in A Contact Centre by Increasing Customer & Employee Satisfaction
In today’s fast-paced and competitive world, truly understanding your customer’s needs is essential to staying ahead. This session will explore how to build a culture where the customer’s voice drives every decision, from strategy to daily operations. We’ll discuss how to gather deep insights, turn feedback into meaningful action, and create a connected experience that goes beyond transactions. By empowering both customers and employees to share their voices, we can unlock new opportunities for growth, loyalty, and innovation.
- 01How can a company continuously increase the customer experience in its contact centre by bringing new dimensions of creating higher customer satisfaction and making its own employees even happier?
- 02Katalin will talk about what her perceptions were at the moment of starting and what pain points elimination and solutions in service channels based on the voice of the customer she was looking for both on the customer side and on the increasing employee satisfaction side. What new solutions did she bravely start experimenting with?
- 03In the presentation, you will also hear about where Telekom HU’s contact centre is located on this expedition, and what connections were made between the new operating model and the increase in customer satisfaction on an even higher level
Payit is UAE’s first fully featured digital wallet. This presentation narrates the story of how a digital wallet transformed financial transactions for families and communities in the region into joyful moments by thoughtfully curating experiences centred around customers’ spending, sending, and borrowing moments, enabled by the comfort and convenience of digital. This led to the wider acceptance of Payit and an upsurge in usage and profitable revenues.
CASE STUDY
Leading Change: Belfius’ Journey in Customer Care and AI Innovation
Presentation on Belfius’ transformative journey in customer care and AI innovation. Discover how we are not just adapting to change, but leading it, driven by our commitment to customer satisfaction and technological advancement. Learn about our achievements, the challenges we face, and our vision for the future. Be part of our story as we continue to elevate the customer experience and set new standards in the industry.
- 01Achieved top customer satisfaction through our hybrid Customer Care Centre
- 02Strategic partnerships with key players of AI industry enhancing our service capabilities
- 03AI implementation leading to shorter wait times and higher customer satisfaction
- 04AI-powered solutions for a unified and elevated customer experience
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
CASE STUDY
More Efficient Customer Service — Beneficial for Both the Company and Customers
Let’s review how to make customer service more efficient and save costs. Let’s discuss how to make AI the best partner for the customer and an indispensable assistant for the employee.
- 01Efficient growth with smaller costs in Customer Service
- 02Increasing customer satisfaction through digitalisation
In today’s rapidly evolving digital landscape, the banking sector faces increasingly sophisticated cyber threats. As banks continue to innovate and expand their digital services, ensuring robust cybersecurity measures is more critical than ever. This presentation, titled “Evolving Cybersecurity in the Banking Sector: Strategies for Adapting to Emerging Threats,” will explore the latest trends in cyber threats, discuss effective strategies for mitigating risks, and highlight best practices for maintaining security in an ever-changing environment. Join us as we delve into the challenges and solutions that are shaping the future of cybersecurity in banking.
CASE STUDY
Microsoft Contact Centre: Using AI-Powered Platform to Transform Customer Success
At Microsoft, we have transformed our own support operations using our modern, AI-powered platform — integrating Copilot and real-time intelligence to improve key KPIs like resolution time, agent efficiency, and satisfaction. That same technology is driving impact for customer across industries, and in this session, we’ll share how we did it ourselves and how others are benefiting too.
- 01Microsoft Contact Centre transformation journey over the last five years
- 02The role and impact of AI and Copilot
- 03The introduction of Agentic AI
- 04How to drive continuous improvement with the engagement of Support Representatives
- 05Lessons learned
- 06Examples of application at Customer organisations
In today’s rapidly evolving digital landscape, businesses must innovate to stay ahead. AI is no longer just an advantage — it’s a necessity for optimising operations, enhancing decision-making, and driving growth. This presentation explores how AI transforms business operations through:
CASE STUDY
Turning Customer Support into a Strategic Asset: The Rail Europe Journey
In this session, we’ll explore how Rail Europe transformed its approach to customer support — from a reactive necessity to a value-generating, brand-defining function. It’s the story of how aligning strategy, technology, and human touch turned service into a competitive advantage.
We’ll unpack the mindset shift, operating model, and leadership alignment required to turn customer support into a true business asset.
- 01Support as a differentiator — How service became part of our unique selling proposition (USP)
- 02From “ticketing” to strategy — Embedding customer support in product and commercial roadmaps
- 03Hybrid excellence — Finding the right balance between automation, AI and high-touch human care
- 04Feedback as fuel — Leveraging VoC to inform prioritisation and innovation
- 05Proving value — How support contributes directly to revenue, retention and brand perception
Some medicines are known or suspected to increase the risk of birth defects and developmental disorders when taken during pregnancy. As a result, product information for these medicines advises avoiding pregnancy during treatment and emphasises the importance of contraception. Oral contraceptives are the most widely used birth control method among women of reproductive age. However, poor adherence, mainly due to forgetting or irregular pill intake, is the leading cause of unintended pregnancies among oral contraceptive users.
To address this issue, digital reminder systems have been proposed to help women stay consistent with their birth control regimen. Yet, studies show that daily text message reminders alone have not significantly improved adherence to birth control pills. This presentation explores women’s experiences with birth control and investigates how digital technology can better support patients in improving adherence to medication treatments.
CASE STUDY
Growing Your CX in A Contact Centre by Increasing Customer & Employee Satisfaction
In today’s fast-paced and competitive world, truly understanding your customer’s needs is essential to staying ahead. This session will explore how to build a culture where the customer’s voice drives every decision, from strategy to daily operations. We’ll discuss how to gather deep insights, turn feedback into meaningful action, and create a connected experience that goes beyond transactions. By empowering both customers and employees to share their voices, we can unlock new opportunities for growth, loyalty, and innovation.
- 01How can a company continuously increase the customer experience in its contact centre by bringing new dimensions of creating higher customer satisfaction and making its own employees even happier?
- 02Katalin will talk about what her perceptions were at the moment of starting and what pain points elimination and solutions in service channels based on the voice of the customer she was looking for both on the customer side and on the increasing employee satisfaction side. What new solutions did she bravely start experimenting with?
- 03In the presentation, you will also hear about where Telekom HU’s contact centre is located on this expedition, and what connections were made between the new operating model and the increase in customer satisfaction on an even higher level
Payit is UAE’s first fully featured digital wallet. This presentation narrates the story of how a digital wallet transformed financial transactions for families and communities in the region into joyful moments by thoughtfully curating experiences centred around customers’ spending, sending, and borrowing moments, enabled by the comfort and convenience of digital. This led to the wider acceptance of Payit and an upsurge in usage and profitable revenues.
CASE STUDY
Leading Change: Belfius’ Journey in Customer Care and AI Innovation
Presentation on Belfius’ transformative journey in customer care and AI innovation. Discover how we are not just adapting to change, but leading it, driven by our commitment to customer satisfaction and technological advancement. Learn about our achievements, the challenges we face, and our vision for the future. Be part of our story as we continue to elevate the customer experience and set new standards in the industry.
- 01Achieved top customer satisfaction through our hybrid Customer Care Centre
- 02Strategic partnerships with key players of AI industry enhancing our service capabilities
- 03AI implementation leading to shorter wait times and higher customer satisfaction
- 04AI-powered solutions for a unified and elevated customer experience
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
CASE STUDY
More Efficient Customer Service — Beneficial for Both the Company and Customers
Let’s review how to make customer service more efficient and save costs. Let’s discuss how to make AI the best partner for the customer and an indispensable assistant for the employee.
- 01Efficient growth with smaller costs in Customer Service
- 02Increasing customer satisfaction through digitalisation
In today’s rapidly evolving digital landscape, the banking sector faces increasingly sophisticated cyber threats. As banks continue to innovate and expand their digital services, ensuring robust cybersecurity measures is more critical than ever. This presentation, titled “Evolving Cybersecurity in the Banking Sector: Strategies for Adapting to Emerging Threats,” will explore the latest trends in cyber threats, discuss effective strategies for mitigating risks, and highlight best practices for maintaining security in an ever-changing environment. Join us as we delve into the challenges and solutions that are shaping the future of cybersecurity in banking.
CASE STUDY
Microsoft Contact Centre: Using AI-Powered Platform to Transform Customer Success
At Microsoft, we have transformed our own support operations using our modern, AI-powered platform — integrating Copilot and real-time intelligence to improve key KPIs like resolution time, agent efficiency, and satisfaction. That same technology is driving impact for customer across industries, and in this session, we’ll share how we did it ourselves and how others are benefiting too.
- 01Microsoft Contact Centre transformation journey over the last five years
- 02The role and impact of AI and Copilot
- 03The introduction of Agentic AI
- 04How to drive continuous improvement with the engagement of Support Representatives
- 05Lessons learned
- 06Examples of application at Customer organisations
In today’s rapidly evolving digital landscape, businesses must innovate to stay ahead. AI is no longer just an advantage — it’s a necessity for optimising operations, enhancing decision-making, and driving growth. This presentation explores how AI transforms business operations through:
Ahmed Nasr
Operations Director Egypt and Director Milk Africa & Turkey
Khaled Elsharkawy
Integrated Supply Chain Senior Director
Mueen Uddin Siddique
Senior Director – Access Network Procurement
Shannon Hore
Senior Vice President Procurement and Logistics
Sandeep Sharma
Director Group Procurement & International Markets Supply Chain
Hottest topics
LOOK AT THE TOPICS THAT WERE DISCUSSED
- 01Customer effort score (CES): The most overlooked KPI?
- 02Real-time monitoring vs. post-call analysis — Are you fixing problems too late?
- 03Gathering feedback across every customer touchpoint: From insights to meaningful action
- 04AI as the guardian: Detecting and preventing fraud in customer interactions
- 05Motivating frontline agents vs. managerial roles
- 06Cut costs without cutting quality: Where can you save without hurting CX?
- 07What’s next? The future of contact centres in an AI-dominated world
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Very well organised summit packed with resourceful presentations. It was a fantastic conference!
Union National Bank
Chief Human Resources Officer
Great event, very good topics and discussions with diverse participants
Landmark Group
Head – Rewards & Organisational Effectiveness,
Good overall, I gain a lot of useful information. Lots of insights to learn from and a great speaker line-up.
Abu Dhabi Airports
Total Rewards Head, Senior Manager Organisation Development
Great conference. I really liked meeting the other participants and the opportunity to openly share insights.
Adidas
Director Compensation Programmes
Great content, great speakers, diverse presentation topics. Definitely worth attending.
Nestle
Head of Digital and CRM
This event had helped me to understand what are the trends in Europe and all over the world in customer service and sales.
Société Générale Group
Customer Service and Digital Sales Unit Head
It was a very fruitful session which provided me with overall 360-degree knowledge about the contact centre of today and tomorrow.
Raiffeisen Bank
Head of Contact Centres
Extremely insightful and valuable exchange! Thank you very much for bringing us together!
Allianz
Head of Contact Centre Capabilities
The presentations were very good and brought a lot of insights
Nobel
Director of Business Development
Thank you very much for organising this event. Very good and open atmosphere, transparent and professional.
IKEA
Customer Point Manager
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